Cancellation and Refund Policy
The rules applicable to booking cancellations, refunds, weather conditions, force majeure and material service changes.
1. Purpose, scope and legal framework
This Policy applies to day trips, boat tours, overnight tours, package tours, transfers and other tourism services purchased through sativa.com.tr or Sativa Tour & Travel's authorised channels.
It has been drafted with reference to Turkish Consumer Protection Law No. 6502, the Distance Contracts Regulation, the Package Tour Contracts Regulation, Law No. 1618 and other applicable legislation. Mandatory consumer rights prevail over any conflicting provision in this Policy.
2. Reservation and payment hold
3. Customer cancellation of day trips
- A valid cancellation submitted at least 24 hours before the advertised starting time qualifies for a 100% refund without deduction.
- For cancellations made less than 24 hours before departure, any specific conditions disclosed in advance, documented non-recoverable supplier costs and the ability to resell the service will be considered. A full refund is not automatically guaranteed, without prejudice to mandatory statutory rights.
- Failure to arrive on time, lateness, or inability to present required identity or permission documents may be treated as a no-show. Refund eligibility is assessed under any special tour conditions disclosed before purchase.
4. Customer cancellation of overnight and package tours
- Where termination is notified at least 30 days before departure, the participant receives a 100% refund without deduction, except for mandatory taxes, duties and similar statutory charges.
- For cancellations less than 30 days before departure, any deduction or actual cost must have been clearly specified in the tour-specific contract before payment. No arbitrary, undisclosed deduction will be imposed.
- If the participant terminates within 30 days because of an unforeseeable and unavoidable event or force majeure despite exercising all due care, all amounts are refunded except mandatory taxes/charges and documented, non-refundable payments already made to third parties.
- Refunds governed by the Package Tour Contracts Regulation will be completed no later than 14 days after the termination notice reaches the agency.
5. Cancellation by the agency; weather and sea conditions
If Sativa cancels a tour before departure for a reason not attributable to the participant, the customer will be offered either an equivalent alternative or a 100% refund, at the customer's choice. The customer is not required to accept a replacement date or service.
If a boat tour cannot operate due to a Port Authority decision, navigation ban, adverse weather/sea conditions or a safety risk, 100% of the tour price collected will be refunded. The customer may instead choose another date, subject to explicit approval of any applicable price difference.
Only sums collected directly by Sativa for the cancelled service fall within the standard refund. Independently purchased travel, accommodation or ancillary costs are not reimbursed unless expressly assumed by Sativa in writing, subject always to mandatory law.
6. Force majeure and material changes
Natural disasters, epidemics, war, terrorism, strikes, official decisions, transport closures, extraordinary weather and comparable events outside the parties' reasonable control may constitute force majeure. Each case is assessed against official decisions, the nature of the service and the specific circumstances.
If a material element of a package tour is changed for a reason not attributable to the participant, the participant may accept the change, join an equal or higher-value alternative without additional charge, choose a lower-value alternative and receive the difference, or withdraw without compensation. On withdrawal, amounts paid are refunded within 14 days.
7. Refund method and timing
- Card payments are normally returned to the original card through iyzico. The card-issuing bank's posting time is outside Sativa's control.
- EFT/bank-transfer payments are returned to a verified bank account belonging to the payer. For security and financial-record reasons, a refund to a third-party account may be refused.
- The amount is calculated in Turkish lira under the approved cancellation and applicable legal/special conditions. A refund record and transaction reference can be supplied on request.
- Approved refunds are initiated without undue delay unless legislation prescribes another period; package-tour refunds are completed within 14 days.
8. How to submit a cancellation or refund request
Please include the booking number, full name, tour name/date, reason for cancellation and payment method. A request is processed when received at the email address below or through another authorised, recordable communication channel.
Consumers may refer a dispute to the competent Turkish Consumer Arbitration Committee or Consumer Court, depending on the applicable monetary threshold. Mandatory mediation rules remain applicable where required.